❖ BM is the process of identifying,
understanding and adapting
outstanding practices from within
the same organisation or from
other business to help improve
performance
❖ (Sarah Cook, 1995)
BM is a proses that involves:
❖ Comparing efficiency & processes with good
examples and learning the salient features of
those processes,
❖ Encouraging willingness to learn, customer-
perceived quality and continual improvement.
❖ Helping the organisation to identify
opportunities for breakthroughs by comparing
its processes with good examples.
(Karlof,1998)
Pillars of BM

❖ Humility to recognise that
somebody else can do something better
than you can.
❖ Wisdom to learn the lesson, adapt it
to your own situation & take benefit
from it.
Faedah dari Proses BM
❖ According to Sarah Cook, 1995. (pg: 15)
❖ 1. It sets performance goals.
❖ 2. It helps accelerate and manage change
❖ 3. It improve process
❖ 4. It allows individuals to see “outside the
box”
❖ 5. It generates on understanding of World-
Class performance
Learning
Organisation